Customer Success Manager

Neptune Retail Solutions • Jersey City, NJ

26d

About The Position

Neptune Retail Solutions is a leader in omnichannel retail marketing across the U.S. and Canada, operating an In-Store Media network across 60,000 locations and 140 banners and connecting it with its Digital Incentives Network and Digital OOH capabilities.

The Customer Success Manager supports non-digital incentives programs across In-Store, Merchandising, At Home, and Digital Media for CPG and Retail marketers. Serving as a client consultant, the role works closely with clients, agencies, Sales, and cross-functional internal teams to ensure effective project management, program execution, and optimization. The successful candidate is creative, curious, self-motivated, driven to deliver operational excellence, committed to world-class customer service, willing to innovate, and demonstrates high integrity.

Requirements

• Bachelor’s degree in Business, Communications, Marketing, or a related field, and/or equivalent relevant work experience.
• Minimum of 2–3 years of experience, ranging from college internships to a professional position, in Campaign Management, Customer Success, or Customer Service/Client Services.
• Experience dealing directly with internal business teams, vendors, clients, and/or Sales Executives.
• Excellent organizational skills, strong attention to detail, and ability to present complex information so team members understand their tasks.
• Strong time management skills and ability to work independently and multitask amid frequently changing priorities and the demands of a quickly growing workforce.
• Ability to troubleshoot problems, identify pain points, manage issues through resolution with the customer’s interests in mind, and apply learnings to future situations.
• Ability to adapt and change with business needs mindfully and tactically.
• Proven ability to establish and maintain strong internal and external partnerships.
• Superior written and verbal communication skills, including effective communication by email and phone with remote colleagues and clients.
• Proficiency in Microsoft Office, including Excel, Word, and PowerPoint.
• Must be able to work for any U.S. employer without requiring sponsorship now or in the future.

Nice To Haves

• Salesforce experience.

Responsibilities

• Coordinate execution of In-Store, Merchandising, At Home, and Digital Media programs after client approval to proceed to contract.
• Create Salesforce opportunities, manage system reservations, generate contracts, process program assets, provide program recaps and reporting, and approve invoices.
• Work with Sales on assigned accounts, providing execution details and pre-sale support as needed.
• Build strong relationships and act as a liaison between Sales, clients, and internal departments.
• Lead executional excellence and manage multiple programs, including client assets, timelines, and execution details.
• Handle day-to-day account management, maintain status grids, answer client questions, and troubleshoot issues.
• Evaluate processes and continually seek improvement ideas.
• Assist with special projects as assigned by leadership.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level